Section “Help”

The system has a section that allows you to quickly and conveniently get an answer to the question that arose during the work – the “Help” section. Here you can get the necessary help regarding any aspect of working in the system, from minor issues to solving problems of any complexity, our experts are ready to help 24/7 every day!

Access to the “Help” menu items is located in the upper right corner of the screen by pressing the button

The “Help” section consists of 4 items:

• FAQ (frequently asked questions) – a knowledge base containing all the articles necessary to assist in the work, where it’s possible to familiarize yourself with the descriptive part of the system’s functionality and find instructions for the necessary actions.
• Chat – an online chat that as soon as possible connects you with the currently available specialist, where you can ask questions that interest you.

• New case – an item that allows you to create a text message to the support service, which will be stored in the database.

• Case history – this section contains the history of your messages to the support service, answers to these messages; here you can find, among other things, technical support messages directly to the system user.

FAQ

By clicking on the FAQ button, the user goes to the OtelMS Knowledge Base: https://wiki.otelms.com

This information base consists of thematic sections, under which you can easily find articles detailing the subject of interest.
It is also possible to use the search at the top of the website; for example, enter words that are included in the topic of your search and select the article of interest from the results.

Chat

Online chat allows you to quickly connect with an available specialist to resolve the issue you are interested in in the format of “live” text communication.

To start a chat, in the “Help” section, click the corresponding “Chat” button; in the window that opens below, enter the Name, contact phone number and a brief wording of your question.

New case

By clicking on the “New case” button, the user enters the menu of creating a Message for consideration by the technical support service.

• Message type – in the drop-down menu you need to select a topic regarding the issue (this allows to speed up the process of determining the solution to a possible problem);

• Comments – a brief description of the topic of your issue;

• Full message – this window provides the opportunity to describe in free form the essence of the issue with the details necessary for solving;
• Importance – choose the importance of the question (it’s strongly recommended to indicate the current one)

Below you can attach the necessary file (for example, a screenshot, a short video recording, etc.) to simplify the solution to a possible problem.

After filling in all the necessary items, click “Send message.” Since the technical support service works 24/7, the answer will be received at any time of the day.

Case history

By clicking on the “Case history” button, the user enters a menu containing information about all cases for this account. Here the user is given the opportunity to familiarize themselves with cases to the technical support service, answers to these cases; here you can find, among other things, technical support messages directly to the system user (primarily noticeable by pop-up notifications in the middle of the window).

This notification displays the case number, the information content of the response and several buttons:

• Remind later – used if there is no possibility to react to this notification at the moment, and you want to postpone the notification until later.
• View – opens the section of the content of the case.
• Delete – deletes the pop-up notification (the case itself is not deleted).

The cases field itself contains information items:

• # – serial number of the case in the list
• Ticket ID – a unique case number assigned by the system automatically after its creation
• Topic – this item displays the topic, either specified by you when creating the case, or assigned by technical support
• Status – indicated the status of the issue
• Last update – here is the time of the last action committed on a specific case
• View button – allows you to view the details of a single case

To find specifically interesting cases, a toolkit is provided in the form of filters:

Date – setting the date in the calendar, we find cases for the day of interest

Topic – from the drop-down list, select the topic previously specified when creating the case

Status – with the help of this filter the status of the case of interest is monitored

After entering all the necessary data in the filter – click 

To view the case of interest, click the view button on the right side of the screen. A menu will open for a detailed review of the case, containing the history of all messages in a single case. From here it’s also possible to write an answer, or an addition to the case, if necessary; attach file.

Upon resolution of the issue of case, its status will be indicated as “Closed”.

In case there is no way to enter the system, there are alternative communication channels:

By phone numbers:

+357 (2) 200-7934 – Europe

+1 (646)-934-8422 – USA

+995 (32) 205-3204 – Georgia

Call cost – according to the tariffication of the operator used.

Also by email:

info@otelms.com – general questions

billing@otelms.com – questions on payment, debts for using the system, the provision of contracts and acts

services@otelms.com – questions about additional services: forms of strict accountability, Internet acquiring

Questions and cases regarding additional services from 9:00 to 18:00 Moscow time, from Monday to Friday;

The technical support team helps to resolve all other issues around the clock, seven days a week.